---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Configure a guidance preview experience

# Configure a guidance preview experience {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Configure a preview experience that conveys relevant information about the guidance action to the agent before a recommendation is triggered. This information appears on the Recommended Actions card in the contextual side
panel.

## Before you begin

Role required: sn_nb_action.next_best_action_author, admin

## About this task

A guidance preview includes the following elements:

* A title
* Fields to display
* A message made up of text and HTML content, including images, videos, and links
{#ra-csm-guidance-configure-preview__ul_gpy_x3l_25b}You must configure at least one of these elements to save the guidance preview. This action prevents the guidance from appearing empty in the contextual side panel.

## Procedure

1. Navigate to AllRecommended ActionsAction TypesGuidances.
2. Select a guidance from the Guidances list.
3. Select the Preview Experience tab.
4. In the Preview Title field, add a title for the guidance preview.  
   This field can contain static text, dynamic content (field values from guidance inputs), or a combination of static text and dynamic content. To select dynamic content as a field value:
   1. Select the pill picker icon next to the Preview Title field.
   2. Select a guidance input from the list. You can drill down to another level to find the input you want.

   {#ra-csm-guidance-configure-preview__ol_ovz_pml_25b}
5. Select fields to display in the guidance preview.
   1. In the Fields To Display field, click the lock icon to unlock the field.
   2. Move the required fields from the Available column to the Selected column.  
      You can select up to four fields.
   3. Use the up and down arrows to arrange the selected fields.
   4. Click the lock icon again to lock the field.
   {#ra-csm-guidance-configure-preview__substeps_oml_qnl_25b}
6. In the Message field, create a message for the guidance preview.  
   You can use the tools available in the rich text editor to create and format the message. This field can include text and HTML content like images, videos, and links.
7. Click Submit.
{#ra-csm-guidance-configure-preview__steps_ihl_1bf_ztb}

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